Pothole and tyre discount claim

I submitted a pothole two month back when i try to make a follow up no one answers the phone. When I make a follow up on the email I get a negative response two weeks after.

Their procedure want you to submit a claim within a week and they need exact pothole and no one explains that when you take a insurance / membership.

Initial I tried to claim for tyre discount and I was informed that since I already have car maintenance plan with my company I do not qualify for discount.